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Epicor® Enterprise Resource Planning
Service and Asset Management
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2
Business Intelligence and Analytics
Governance, Risk, and Compliance
Busine
ss Architecture
Global Business Management
ERP
FinancialManagement
Customer RelationshipManagement
Sales Management
Product Management
ProjectManagement
Planningand Scheduling
Supply ChainManagement
Production Management
Service and AssetManagement
Human CapitalManagement
Epicor ERP Diagram
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Service and Asset Management
3
Service and Asset Management
Epicor® Service and Asset Management capabilities are designed
to help manufacturers and service organizations maintain equipment,
optimize customer service, and keep all technicians and
customer-support personnel informed. We understand that your
business needs to provide quick responses to customer incidents,
keep your field operations informed and productive, and process
returns quickly. The Epicor Service Management and Field Service
Automation solutions provide the visibility and accountability your
business needs. Effective enterprise maintenance management
solutions for monitoring and managing the deployment, performance,
and maintenance of company and customer assets may be the most
important tools for preventing operational surprises. Epicor
solutions enable manufacturers, distributors, and service
organizations to save time and money by optimizing maintenance
resources—improving equipment uptime and maintenance and field
staff productivity.
X Service Management
X Returned Material Authorization
X Service Contract and Warranty
Management
X Case Management
X Social Service Management
X Maintenance Management
X Field Service Automation
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Service and Asset Management
Service ManagementEpicor Service Management is primarily
designed for manufacturers who bring
customer assets in house for repair or have
light requirements for service or installations
offsite that do not require purpose-built
mobile access for field technicians. You can
centralize all processes related to dispatching
technicians and reporting costs of service
calls in the field with support for drop
shipment of service parts directly to the
customer site.
Returned Material Authorization Enhanced return processing
offers
enterprise-wide tracking of pending returns
and disposition of these parts by a unique
returned materials authorization (RMA)
number. Enter information about returns
and transfer that information to the different
groups that may need to take action—like
inspection, billing, and order processing.
(See figure 8)
Service Contract and Warranty Management Epicor Contract
Management—used
in conjunction with Epicor Service
Management—allows for the timely and
accurate execution of service contracts—
including the ability to generate service-level
agreements with automatic billing options.
Service contracts can be established for
specific products, customers, and service-
level agreements—each with an expiration
date that is automatically tracked for easy
manual look-up. The Service Call Center
Workbench allows you to add or update
service orders, schedule services, execute
purchase and material planning, and
manage warranty and service contracts.
(See figure 8.1)
Case Management Fully integrated with Service Management,
Epicor Case Management lets you easily
access dispatching field activities and provide
field service representatives with access to
online knowledge bases, existing customer
field service calls, warranty information,
and service contracts. Comprehensive
contact management, communication,
and traceability capabilities allow you
to efficiently manage and record all
customer and staff interactions across the
enterprise. You can also link documents and
communication events like emails and calls.
Figure 8 Returned Material Authorization—Initiate and track RMAs
for customer returns and track
reasons for rejected items.
Figure 8.1 Service Contract and Warranty Management—Give
customers fast and effective service
with access to detailed information about service contracts and
warranties.
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Service and Asset Management
Social Service ManagementEpicor Social Enterprise brings
together
contributions from across the organization
and the value chain. This information can be
collected in a single location with or without
the user needing to interact with the ERP.
Recommendation or endorsement of
content supports the creation of knowledge
bases and reusable content that can be
referenced easily using powerful
search capabilities. Issue resolution or
frequently asked questions (FAQs) can be
linked to a specific service job, asset, or serial
number for the life of the object.
(See figure 8.2)
Maintenance Management Epicor Maintenance Management
provides a comprehensive toolset for
critical production and facilities equipment
maintenance. It was designed to address
maintenance request processing, planned
preventative maintenance—according
to predefined schedules—and ad hoc
break/fix maintenance processing for a
single piece of equipment. Facilities and
production equipment can be scheduled
for maintenance based on a predefined
service interval, usage, time, or via manual
requests. This can include internal capital
equipment, tools, gauges, and fixtures—
such as air conditioning units, forklifts,
shelving, and shop floor tools. Eliminate
manual input by creating maintenance
work orders automatically from templates
for routine maintenance—like oil changes,
filter replacements, or belt changes—to
eliminate, and then complete preventative
maintenance work plans. Automatically
create maintenance work orders when
preventative maintenance is due. Base
maintenance plans on timing or meter
frequencies. Once a preventative or
regular maintenance work order is
established, the maintenance planner can
schedule equipment downtime and trade
resources and materials as needed. Include
scheduled maintenance events—such as
resource requirements—in the production
schedule for better capacity planning.
When maintenance has been performed
on equipment, the operators can record
their hours, materials used, and closing
remarks regarding the repair or service.
The Maintenance Management module
maintains all equipment, material, and
work histories.
Produce complete repair histories for each
piece of equipment—including parts and
labor cost.
Figure 8.2 Case Management—Shorten service response time by
collecting detailed product
problem information and using integrated features to initiate
requests to the appropriate resource.
Figure 8.3 Maintenance Management—Maintenance technicians record
events and resolution at
the point of work.
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Service and Asset Management
Standardized reports—such as the
Maintenance Work Order Request Report,
Maintenance Work Order Report, and
Equipment List—help maintenance
technicians and managers organize and
communicate maintenance events and
review histories.
(See figure 8.3)
Field Service AutomationEnhance productivity of field
operations
with mobile automation and integrated
information flow. Connect your office
and field staff with the information and
processes they need to satisfy customers
more efficiently. Epicor Field Service
Automation (FSA) can help you drive field
productivity for individuals and crews,
shrinks response times, lowers costs,
improves first-time completion ratios, and
increases customer satisfaction to build a
competitive advantage. Integrate people and
information to empower your workforce to
enhance the flow of business and technical
information while connecting dispersed
employees with convenient mobile devices.
Automate manual processes, share best
practices and procedural checklists, and
track service inventory in real time. Speed
up and optimize scheduling and dispatch.
Quickly understand service urgency and
resource status, and easily match the best
resources for each task using
best-fit assignment.
Streamline the work order life cycle with
rapid-response call taking, and speed
work order creation, assignment, dispatch,
closure, and billing. Integrated information
and automated processes eliminate
manual tasks and redundant data entry.
Manage contracts, warranties, and assets
more efficiently. Track asset histories and
automate work order generation and billing.
Manage terms, rates, and timeframes. Gain
real-time insight for improvement, and
access operational and resource information
at a glance. Track trends and understand
costs, so you can manage performance
and make better decisions for enhanced
profitability. Provide customers with self-
service capabilities—including work order
status and new work requests.
Track service stock accurately at mobile
and fixed locations to reduce write-offs.
Figure 8.4 Field Service Automation—Easy-to-read schedule
board.
Automatically adjust inventory records based
on field use or in-route purchasing. Forecast
materials requirements, and take advantage
of bulk and just-in-time ordering. Check
inventory locations and order materials
directly from the field.
Take advantage of Bing® Maps integration
to provide office and field staff with street-
level mapping, route visibility, and turn-
by-turn directions. Use any supported GPS
tracking system in the field to quickly locate
resources geographically from the office and
optimize work assignment.
(See figure 8.4)
Field Service Automation Mobile experienceField service
technicians are able to access
and input information in real time with the
use of a smart mobile device—whenever
and wherever they need—to increase
productivity, efficiency, and customer
satisfaction. Complete work tickets, review
service history, manage inventory, access
customer pricing, and obtain electronic
signatures—all with automated real-time
capture. Our intuitive, user-friendly, and
multiplatform HTML5 mobility solution runs
on a variety of devices. Use smartphones,
tablets, and laptops for both online and
offline communications with the back office.
If you’re looking to truly automate your
field service organization, a mobile app with
offline functionality needs to be a priority
Figure 8.5 Mobile Experience—Service technicians can view
service order status from
mobile device.
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Service and Asset Management
for your technicians. With your serviceable
assets located at countless types of job sites,
it is imperative to have a mobile app that
allows you to access the information you
need to manage your inspections, work
orders, and signatures without a cellular or
Internet connection. For those organizations
that service remote sites or equipment in
a distant field, you cannot afford to arrive
at the job site without access to your
information. In order to truly streamline
your field service organization, you need
to go paperless with a mobile device,
and equip your technicians with the right
information—anywhere, anytime.
(See figure 8.5)
About EpicorEpicor Software Corporation drives business growth.
We provide flexible, industry-specific software designed to fit the
precise needs of our
manufacturing, distribution, retail, and service industry
customers. More than 45 years of experience with our customers’
unique business
processes and operational requirements are built into every
solution—in the cloud or on premises. With this deep understanding
of your
industry, Epicor solutions dramatically improve performance and
profitability while easing complexity so you can focus on growth.
For more
information, connect with Epicor or visit www.epicor.com.
Contact us today [email protected] www.epicor.com
The contents of this document are for informational purposes
only and are subject to change without notice. Epicor Software
Corporation makes no guarantee, representations, or warranties with
regard to the enclosed information and specifically disclaims, to
the full extent of the law, any applicable implied warranties, such
as fitness for a particular purpose, merchantability, satisfactory
quality, or reasonable skill and care. This document and its
contents, including the viewpoints, dates, and functional content
expressed herein are believed to be accurate as of its date of
publication, November, 2018. The results represented in this
testimonial may be unique to the particular user as each user’s
experience will vary. The usage of any Epicor software shall be
pursuant to the applicable end user license agreement, and the
performance of any consulting services by Epicor personnel shall be
pursuant to applicable standard services terms and conditions.
Usage of the solution(s) described in this document with other
Epicor software or third-party products may require the purchase of
licenses for such other products. Epicor and the Epicor logo are
registered trademarks or trademarks of Epicor Software Corporation
in the United States, certain other countries and/or the EU. All
other trademarks mentioned are the property of their respective
owners. Copyright © 2018 Epicor Software Corporation. All rights
reserved.
